Office and domestic removals

Terms and Conditions


These conditions explain the responsibilities, rights and obligations of all parties involved in this Agreement. The words “you” and “your” refer to the Customer and “we”, “our” and “us” - to the Remover.

1. Our Quote
1.1 Our quote doesn’t include insurance, customs duties and inspections, or other taxes payable to governmental bodies.
1.2 We may change the final price or make changes to the additional charges if specific circumstances require it. These may include:
1.2.1 Failed or late service delivery, additional services, service delivery at a place different to the one specified in your order as well as parking fees.
1.2.2 Failed or late service delivery due to circumstances that are beyond our control (such as weather conditions).
1.2.3 Agreeing to adjust our liability as specified in Clause 8.1.
1.3 A V.A.T. of 20% will be added to the end bill.
1.4 Unless agreed otherwise, all prices are calculated on an hourly basis. The minimum charge of all services is two hours (except packing – one hour). If your service time exceeds the pre-agreed period, the same hourly rates will apply. If the job takes less time, the price will be adjusted accordingly, with the minimal booking period in mind.
1.4.1 Charges will commence when we arrive at the first collection address and end after we unload your possessions at the final delivery address.
1.4.2 Extra charges may be added in case of travel outside the M25 or in Congestion charge zones. You will be kept informed in such instances.
1.4.3 Each service has a minimum booking period of two hours (or three hours for three movers) and we require your registered address and debit/credit card details for booking. Payment is processed upon completion.

2. Services not covered in the quote
2.1 Van Man will not:
2.1.1 Disassemble or assemble any unit or system furniture, fittings or fitments.
2.1.2 Change floor plans or move any items in the absence of safe access and lighting.
2.1.3 Move or store items detailed in Clause 4.

3. Your Responsibilities
3.1. It is your sole responsibility to:
3.1.1 Declare the value of goods you store or move with us in writing. This is required in accordance with clauses 8.1 and 8.2 and if value mismatch is established that affects our liability.
3.1.2 Make provisions to insure the items you hand for storage or removal.
3.1.3 Obtain and keep any and all documents, licences, permits, etc. needed for the completion of your removal.
3.1.4 Be present/represented during the service delivery and confirm the service delivery in writing.
3.1.5 Provide us with a valid method to contact you during service delivery.
3.1.6 Provide full details when you request a quote – number and type of items, number and type of rooms, details about available parking, floor (for flats), size of required storage space (for storage), etc.
3.1.7 Arrange parking (this applies to packing services too) in or near the end address. Failing to do so, you agree to cover any additional costs, including parking fees.
3.2 Liability for missing or damaged items is accepted by us only in the instance of negligence on our part.

4. Goods that we won’t remove/store
4.1 The following goods are considered health, safety and custom risks and we will not remove or store them – you will have to arrange separate transport for them:
4.1.1 Stolen or prohibited goods, pornographic materials, drugs, explosive items, firearms and other potentially dangerous items.
4.1.2 Jewellery, precious metals and stones, trinkets, money, documents, or any goods and collections of the irreplaceable kind.
4.1.3 Living creatures (i.e. plants or animals) and perishable items.
4.2 If you submit such items without us knowing about it, it is your responsibility to take them within a reasonable time limit. If you fail to do so, we will apply for a court order to dispose of these items. You will furthermore have to reimburse any expenses, charges and legal costs incurred by Van Man.

5. Goods ownership
5.1 By entering into this Agreement, you agree to the following:
5.1.1 The items that are to be relocated and/or stored are your property or you have been given legal authority over them by their owner.
5.1.2 You will reimburse us for any claims for damages brought against us if 5.1.1 is not true.

6. Charges if you cancel/postpone your removal
6.1 Should you postpone or cancel a job, we will charge you according to the notice given:
6.1.1 More than 24 hours before the move: No charge.
6.1.2 Less than 24 hours before the move: no more than 50% of the removal charge.

7. Payment
7.1 We require advance payment by cleared funds.
7.2 You may not withhold any percentage of the agreed upon price.
7.3 For overdue sums, Van Man will apply a daily interest charge of 4%.
7.4 For hourly rate removals full payment is required upon job completion.
7.5 Van Man will accept payments by card and cash only. Do note that all credit cards will attract a 2% surcharge.
7.6 In case you are unable to be present or pay upon service completion, we will process your payment utilizing the card details collected to secure the booking.
7.7 Any revoked payment will be handed over to the third-party collection agency we work with, with the applicable penalty fees.

8. Our liability for damage or loss
8.1 Our liability is limited.
8.1.1 If there is negligence and/or breach of contract on our part, we won’t be liable for the first £150 of your claim; for any claim that exceeds this amount we will pay an equivalent minimal sum for repair/ replacement, whichever is the smaller amount, up to £40 for any single item.
8.1.2 Before commencing work and after receiving your itemized and valued inventory, we may agree upon increasing our liability for an extra charge. This is not an insurance cover; we advise you to accept the insurance we offer or arrange insurance yourself.
8.2 For goods received from (or destined to) outside the UK:
8.2.1 We accept liability for loss or damage:
(a) that arises from our breach of contract or negligence whilst your items are in our physical possession, or
(b) caused directly by our own failure to package the goods when we have been tasked with packing them.
In either circumstance clauses 8.1.1 and 8.1.2 will be applicable.
8.2.2 Where we engage in international transport, you are subject to the terms of the carrier.
8.2.3 In case of failed delivery, you may proceed against the carrier and be liable for any General Average contribution and salvage charges. This is considered insurable risks and it is your sole responsibility to obtain the insurance cover needed.
8.2.4 We accept no liability for loss or damage of items in regards to Customs Authorities or another Government Agency, unless we have been found negligent or due to breach of contract.
8.3 In regard to this Agreement, an item is defined as:
8.3.1 The whole contents of any container provided by you.
8.3.2 Any other object moved, stored or handled by us.

9. Damage to property/premises
9.1 As we often use third-party contractors, we accept no liability for damage to property or premises other than your items submitted for removal, whether due to negligence or following your strict instructions against our explicit advice.

10. Liability exclusions
10.1 We won’t be held liable for damage, loss or failed delivery in the following cases:
10.1.1 When caused by uncontrollable and unforeseeable circumstances beyond the control of Van Man, like fire, third-party actions, war, terrorism, hostilities, Act of God, etc.
10.1.2 As a result of cleaning, wear and tear, vermin infestation or natural causes.
10.1.3 For any goods in drawers, appliances, wardrobes or any other container we did not pack or unpack.
10.1.4 For electrical and/or mechanical derangement to any item unless there is evidence of us causing any external damage.
10.1.5 For any goods detailed in Clause 4.
10.1.6 For any damages and costs resulting indirectly from any loss, damage or failed delivery.
10.2 No employee of ours will be separately liable for any damage, loss or failed delivery with regard to the Agreement.
10.3 Our liability will cease once your goods are handed over to you.

11. Time limits for claims
11.1 For any goods we deliver, you/your representative are obliged to inform us in writing of any visible damage, failed delivery or loss before handing them over to us.
11.3 Notwithstanding the section 8, 9 and 10, we won’t be held liable for any damage/loss to the possessions, unless you notify us of the damage/loss in writing within 7 days of the goods’ delivery.
11.4 The time limit for claim notification may be extended upon receipt of a written request within 7 days after delivery.

12. Delays while in transit
12.1 Delivery times are estimated. We will not accept responsibility for any loss/delay due to unavoidable and unforeseen circumstances.
12.2 If through no fault of our own we are not able to deliver your goods, we will take them into storage. This Agreement will be fulfilled nonetheless; any additional service costs for delivery and storage will be covered by you.
12.3 Van Man reserves its right to cease or refuse the moving or packing process at any time if our staff is threatened or abused in any fashion.

13. Our right to hold your items (lien)
We shall have the right to dispose of or withhold some or all the items until you have cleared all due payments under this Agreement. These include any and all costs that we have paid on your behalf and any storage charges.

14. Disputes
If there is any dispute that arose from this agreement which is unsolvable, either we or you may refer the dispute to an arbitrator who has been appointed by the Chartered Institute of Arbitrators. The costs of any such arbitration will be up to the discretion of the arbitrator.
15. Our right to subcontract work
15.1 Van Man reserves the right of sub-contracting for some or all the work.
15.2 In case we subcontract, the terms and conditions stated in this Agreement will still be valid.
15.3 We have the right to select any route or method to carry out the necessary work.

16. Applicable law
This agreement is subject to the local laws of the country in which the company issued this contract.

17. Inventory list of goods or receipt
Where we provide an inventory list of your goods or a receipt, it will be considered accurate if you fail to write to us in the span of 10 days of the date of sending.

18. Revision of storage charges
We work on reviewing our storage charges on a periodic basis. You will be given a 3-month notice in advance of any changes.

19. Our right to dispose of or sell the items
In case of default in payments on your behalf, or upon your receipt of your 3-month storage notice, we are entitled to require you to collect your goods and pay all the charges due to us. If you fail to pay the outstanding amount, then we have the right to dispose of or sell some or all of your goods. We will credit the net proceeds to your account and pay any surplus to you without any interest. If the full amount that is due is not covered, then we reserve the right to seek to recover the balance from you.

20. Termination
If all the payments are cleared, then we will not terminate the contract except by giving you a 3 months’ notice in writing. Should you decide to terminate the storage contract, you will need to provide us with at least a 10 working days’ notice.

Some of the areas we cover

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